NCL Air Service Specialist

Found in: Appcast US C2 - 2 weeks ago


Miami, United States Norwegian Cruise Line Holdings Ltd. Full time

BASIC PURPOSE: Responsible for supporting Revenue Management processes and handling all post ticketing changes with the goal of maximizing net ticket revenue and executing our service standards.


POSITION RESPONSIBILITIES:

  • Receive inbound calls from internal and external customers to provide information on the Air program, resolve problems, answer general questions, and assist as needed.
  • Resolve all post ticketing schedule changes, discrepancies, and reservation not in compliance.
  • Continuously monitor all the respective queues in Amadeus Management Center and resolve in a timely manner.
  • Monitor and resolve all reservations in the Air review Queue in Seaware.
  • Review flight recommendations in GDS platform to select the most economical fares, based Air standards and vessel arrival/departure times.
  • Perform quality assurance checks and balances on all air reservations/PNRs assigned for accuracy and ensure with compliance of service standards.
  • Execute the Travel With Guarantee program by rebooking qualified guests on the same flight itinerary.
  • Identify, escalate, and follow up on any reservation or flight errors in a timely manner with minimal to no impact to the guests.
  • Answer and handle all incoming requests from the Resolution Desk in a timely manner.
  • Interact frequently with the respective airlines to negotiated waivers, name updates, changes as needed.
  • Maintain current knowledge of the Airline industry and Norwegian Cruise Line company trends.
  • Perform other job-related functions as assigned.


KNOWLEDGE AND EXPERIENCE:


EDUCATION: High school diploma or equivalent. Associates Degree, Travel Agency School Certification or any equivalent combination of relevant background and work experience.


EXPERIENCE: One year experience with a cruise line/Tour operator and/or airline reservations experience. Familiar with airline policy and procedures, and contract pricing, preferred.


KNOWLEDGE & SKILLS:

  • Strong analytical skills to research and resolve discrepancies.
  • Knowledge of or ability to learn revenue management concepts, tools and strategies. Intermediate level proficiency with Microsoft Office.
  • Ability to manage multiple responsibilities at once. Must be able to thoroughly document work as needed.
  • Must be detail oriented and have an ability to work effectively in a team-based environment. Possess excellent written and verbal communication skills.


To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.


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